Ramnik Sandhu
Service Relationship Manager
Greater Noida west
Summary
Versatile professional with 15 years of diverse experience, including banking, event management and IT sector. Currently serving as a Service Relationship Manager, excelling in customer service, upselling, and maintaining high service standards. Proven track record of adhering to rigorous protocols across multiple industries. Seeking to leverage extensive experience in service delivery and regulatory compliance to transition into a compliance-focused role within the banking sector. Committed to ensuring regulatory adherence while driving customer satisfaction and business growth.
Overview
16
16
years of professional experience
Work History
Service Relationship Manager
AXIS BANK
10.2023 - Current
- Provided comprehensive training to new team members, fostering a collaborative environment focused on delivering exceptional service experiences
- Managed customer relationships effectively, maintaining trust and loyalty through timely responses and proactive communication
- Coordinated cross-departmental efforts to efficiently resolve complex customer inquiries and problems
- Ensured strict adherence to service, sales, information security, and quality process norms
- Assessed compliance adherence and violations, promptly reporting findings to relevant stakeholders
- Identified and capitalized on opportunities for cross-selling and upselling financial products to meet clients' objectives
- Coordinated closely with sales representatives to ensure seamless transitions during the onboarding process for new clients
Assistant Manager
Citibank
12.2018 - 09.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Ensured compliance with all safety regulations by conducting regular inspections of operation floor.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals
- Adherence to service, sales, information security & quality process norms
- Identifying opportunities to cross sell products & services.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Senior Customer Service Analyst
Citibank NA
07.2015 - 12.2018
- Responded to customer requests for products and services, consistently providing accurate information in line with regulatory requirements
- Adherence to service, sales, information security & quality process norms
- Leveraged sales expertise to promote products and capitalize on upsell opportunities
- Managed high-stress situations with tact and professionalism, maintaining positive relationships with customers during difficult interactions.
Operations Manager
ICAE
08.2010 - 7 2015
- Managed day-to-day office operations and HR responsibilities
- Conceptualized, planned and executed events as per client's needs
- Responsible for budget preparation and event layouts
- Ensured all events and activities adhered to relevant legal and regulatory requirements
- Key liaison between client, event managers, in-house designers and other 3rd party vendors leading up to event.
Senior Customer Resolution Expert
DELL International India Services Pvt, Ltd
06.2008 - 07.2009
- Provided first level support in the inbound contact center
- Boosted sales revenue by skillfully promoting diverse service options
- Resolved moderate to complex customer issues while ensuring all solutions met regulatory standards
- Participated in regular compliance training sessions, maintaining up-to-date knowledge of relevant regulations and best practices
- Routed customers when appropriate to proper support queues.
Education
PG Diploma in Radio & TV Production -
Bhartiya Vidya Bhavan
New DelhiBBA -
Guru Jambheshwar University
HissarSkills
Customer Focused
Internal Controls
Relationship Building
Business Development
Operations Management
Adaptable to changes
Quick learner
Compliance Monitoring
Initiative driven
Proactive and go getter
Teamwork
Critical thinking
Customer Focused
Languages
English
Hindi
Additional Experience
Worked as a Radio Jockey at All India Radio, New Delhi, from 2011 to 2018. Curated and played lively music for special events, managed on-air content to keep the station's format, developed engaging broadcast storylines to grow the audience, provided commentary on events and music, and researched topics for compelling discussions
Timeline
Service Relationship Manager
AXIS BANK
10.2023 - Current
Assistant Manager
Citibank
12.2018 - 09.2023
Senior Customer Service Analyst
Citibank NA
07.2015 - 12.2018
Operations Manager
ICAE
08.2010 - 7 2015
Senior Customer Resolution Expert
DELL International India Services Pvt, Ltd
06.2008 - 07.2009
PG Diploma in Radio & TV Production -
Bhartiya Vidya Bhavan
BBA -
Guru Jambheshwar University
Similar Profiles
Lakshay SharmaLakshay Sharma
Deputy Manager at Axis Bank (On Payroll Of Axis Bank)Deputy Manager at Axis Bank (On Payroll Of Axis Bank)
Preethi VPreethi V
Relationship Associate at Axis Bank - Axis Max Life InsuranceRelationship Associate at Axis Bank - Axis Max Life Insurance
Prodip SahaProdip Saha
Collection Officer at HDFC Bank, Bajaj Finance, Axis Bank, IDFC BankCollection Officer at HDFC Bank, Bajaj Finance, Axis Bank, IDFC Bank
ANIL BASAKANIL BASAK
Sales Manager at Axis Max Life Insurance Co. LTD With (AXIS BANK)Sales Manager at Axis Max Life Insurance Co. LTD With (AXIS BANK)
SHIVANKIT MATHURSHIVANKIT MATHUR
SENIOR DELIVERY LEAD - GLOBAL RECONCILIATION COE at MetLife Global Operations Service CenterSENIOR DELIVERY LEAD - GLOBAL RECONCILIATION COE at MetLife Global Operations Service Center